Senior Financial Support Team Leader

3 weeks ago


Kent, United Kingdom Lendable Full time
About the Role

The Financial Support department at Lendable is responsible for working with customers who are experiencing financial difficulty and are struggling to make their contractual payments. Our primary role is to interact with customers to understand their individual circumstances and offer a solution that is both affordable and sustainable, meeting their individual needs.

Key Responsibilities
  • Lead, manage, and develop a team of senior financial support agents/SME trainers, fostering a collaborative and high-performing environment.
  • Act as a key point of contact for escalated issues and complex customer inquiries, ensuring timely and effective resolutions.
  • Implement strategic plans to enhance productivity and efficiency within the team.
  • Monitor and analyse team performance against service standards and KPIs, initiating corrective actions when necessary.
  • Provide coaching and mentorship to team leaders, aiding in their professional growth and skill development.
  • Collaborate with other departments to streamline processes, enhance systems, and improve the overall customer experience.
  • Ensure the smooth delivery of colleague onboarding through recruitment and training, working with stakeholders to make improvements to how this is facilitated.
  • Prepare and present regular reports on team performance, challenges, and achievements to senior management.
  • Act as a delegate for the Operations Manager, assuming responsibility for critical decisions and maintaining operational flow during their absence.
  • Ensure compliance with all company policies and regulatory requirements affecting the financial support sector.
  • Participate in recruitment, hiring, and training processes for new team members.
Requirements
  • Minimum of 5 years of experience in a financial services role with at least 3 years in Financial Support in leadership or managerial positions.
  • Strong understanding of financial processes, customer service operations, and performance metrics.
  • Excellent leadership, communication, and interpersonal skills.
  • Proven ability to manage and resolve complex customer issues.
  • Strong analytical and problem-solving skills.
  • Proficient in MS Office and financial management software.
  • Ability to work under pressure and manage multiple priorities.
What We Offer
  • Best-in-class compensation, including equity.
  • Flexible working arrangements, including the option to work from home every Monday and Friday.
  • A comprehensive benefits package, including private health insurance.
  • A dynamic and inclusive work environment, with opportunities for professional growth and development.


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